Alternative End User Organization Views

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The previous lessons of this manual describes how to use the End User Views module provided as part of the Cloudset Framework to create a default end user Organization View (2) showing all Tickets belonging to the Organization associated with the logged in user.

This default View is invoked when the tab (1) is selected.

However, the End User Views module also makes it possible to introduce any number of additional Organization based Views for an end user (3), with alternative conditional criteria and field columns.

Create a View for use as an Alternative View for an Organization

The first step is to create a new View using the standard Zendesk functionality to be used as the replacement default View for all end users.

This View can make use of any of the available conditions in the drop downs (1) and (2), although in order to serve as end user Organization View it must NOT include the condition in which the Requester is the {current user}.

However, the View must include the condition in which the Organization is a value (3), otherwise the results of the View will not be restricted to only those belonging to the Organization associated with the end user.

*Note: the value of the Organization can be any of those available in the drop down list, since this will be replaced with the Organization associated with the logged in end user when the View is evaluated.

Deploy the End User WaaS Service

End User Views is part of a WaaS solution and so includes a Widget Service component (3) that provides a set of back end services to extend the Zendesk core functionality.

This Widget Service must be deployed from within the CloudSET WaaS Library (see the section of this manual describing the deployment and configuration of WaaS Components).

Invoke the End User Views Configurator

*Note: if you haven't already done so, before attempting to configure this Widget please familiarize yourself with the section of this manual describing the deployment and configuration of Widgets.

Once deployed the End User Views Widget (3) can be configured (4) and utilized from within the CloudSET Widget Library.

*Note: the presence of the red warning triangle (5) indicates that the dependent Widget Services have yet to be deployed (see previous step).

Select the Alternative End User Organization View

The new View to be used as the alternative end user Organization View will be present within the list of all available views (1).

*Note: the selected View must NOT include the condition in which the Requester is the {current user}, but must include the condition in which the Organization is a value (see Create a View for use as the Default View for an Organization above).

Drag this View and drop it onto the Organizational Views node (2).

The View will be created as a child node (3) and will then appear in the list of Other Views for all end users.

Edit the Display Name of the New End User Organization View

Double-click the node to enable editing of the name of the new View as it will be displayed in the list of Other Views for all end users (1).

The View will appear as a Base View within the node structure (2), indicating that it will be made available to all end users.

If necessary the default View can be removed at any time by dragging and dropping onto the "RUBBISH" bin (3).

Once the View has been configured remember to save the form (4), otherwise the updates will be lost when navigating away from the configurator.

*Note: it is possible to restrict the availability and use of an alternative Organizational View to only those end users playing a specified Role (see Role Specific End User Views for full details).

See the Alternative End User Organization View in Operation

The alternative Organization View (3) for an end user is now presented for selection in the side panel (2) from within the Organization Views tab (1).

The display name for the alternative View is also shown on the page (4).

*Note: it is also possible to introduce end user Views that show Tickets that have been requested by any requester belonging to an Organization Hierarchy (see End User Views for an Organization Hierarchy).

Alternative End User Organization Views

Sub Banner

Alternative End User Organization Views

The previous lessons of this manual describes how to use the End User Views module provided as part of the Cloudset Framework to create a default end user Organization View (2) showing all Tickets belonging to the Organization associated with the logged in user.

This default View is invoked when the tab (1) is selected.

However, the End User Views module also makes it possible to introduce any number of additional Organization based Views for an end user (3), with alternative conditional criteria and field columns.

Create a View for use as an Alternative View for an Organization

The first step is to create a new View using the standard Zendesk functionality to be used as the replacement default View for all end users.

This View can make use of any of the available conditions in the drop downs (1) and (2), although in order to serve as end user Organization View it must NOT include the condition in which the Requester is the {current user}.

However, the View must include the condition in which the Organization is a value (3), otherwise the results of the View will not be restricted to only those belonging to the Organization associated with the end user.

*Note: the value of the Organization can be any of those available in the drop down list, since this will be replaced with the Organization associated with the logged in end user when the View is evaluated.

Deploy the End User WaaS Service

End User Views is part of a WaaS solution and so includes a Widget Service component (3) that provides a set of back end services to extend the Zendesk core functionality.

This Widget Service must be deployed from within the CloudSET WaaS Library (see the section of this manual describing the deployment and configuration of WaaS Components).

Invoke the End User Views Configurator

*Note: if you haven't already done so, before attempting to configure this Widget please familiarize yourself with the section of this manual describing the deployment and configuration of Widgets.

Once deployed the End User Views Widget (3) can be configured (4) and utilized from within the CloudSET Widget Library.

*Note: the presence of the red warning triangle (5) indicates that the dependent Widget Services have yet to be deployed (see previous step).

Select the Alternative End User Organization View

The new View to be used as the alternative end user Organization View will be present within the list of all available views (1).

*Note: the selected View must NOT include the condition in which the Requester is the {current user}, but must include the condition in which the Organization is a value (see Create a View for use as the Default View for an Organization above).

Drag this View and drop it onto the Organizational Views node (2).

The View will be created as a child node (3) and will then appear in the list of Other Views for all end users.

Edit the Display Name of the New End User Organization View

Double-click the node to enable editing of the name of the new View as it will be displayed in the list of Other Views for all end users (1).

The View will appear as a Base View within the node structure (2), indicating that it will be made available to all end users.

If necessary the default View can be removed at any time by dragging and dropping onto the "RUBBISH" bin (3).

Once the View has been configured remember to save the form (4), otherwise the updates will be lost when navigating away from the configurator.

*Note: it is possible to restrict the availability and use of an alternative Organizational View to only those end users playing a specified Role (see Role Specific End User Views for full details).

See the Alternative End User Organization View in Operation

The alternative Organization View (3) for an end user is now presented for selection in the side panel (2) from within the Organization Views tab (1).

The display name for the alternative View is also shown on the page (4).

*Note: it is also possible to introduce end user Views that show Tickets that have been requested by any requester belonging to an Organization Hierarchy (see End User Views for an Organization Hierarchy).

Alternative End User Organization Views

Sub Banner

The previous lessons of this manual describes how to use the End User Views module provided as part of the Cloudset Framework to create a default end user Organization View (2) showing all Tickets belonging to the Organization associated with the logged in user.

This default View is invoked when the tab (1) is selected.

However, the End User Views module also makes it possible to introduce any number of additional Organization based Views for an end user (3), with alternative conditional criteria and field columns.

Create a View for use as an Alternative View for an Organization

The first step is to create a new View using the standard Zendesk functionality to be used as the replacement default View for all end users.

This View can make use of any of the available conditions in the drop downs (1) and (2), although in order to serve as end user Organization View it must NOT include the condition in which the Requester is the {current user}.

However, the View must include the condition in which the Organization is a value (3), otherwise the results of the View will not be restricted to only those belonging to the Organization associated with the end user.

*Note: the value of the Organization can be any of those available in the drop down list, since this will be replaced with the Organization associated with the logged in end user when the View is evaluated.

Deploy the End User WaaS Service

End User Views is part of a WaaS solution and so includes a Widget Service component (3) that provides a set of back end services to extend the Zendesk core functionality.

This Widget Service must be deployed from within the CloudSET WaaS Library (see the section of this manual describing the deployment and configuration of WaaS Components).

Invoke the End User Views Configurator

*Note: if you haven't already done so, before attempting to configure this Widget please familiarize yourself with the section of this manual describing the deployment and configuration of Widgets.

Once deployed the End User Views Widget (3) can be configured (4) and utilized from within the CloudSET Widget Library.

*Note: the presence of the red warning triangle (5) indicates that the dependent Widget Services have yet to be deployed (see previous step).

Select the Alternative End User Organization View

The new View to be used as the alternative end user Organization View will be present within the list of all available views (1).

*Note: the selected View must NOT include the condition in which the Requester is the {current user}, but must include the condition in which the Organization is a value (see Create a View for use as the Default View for an Organization above).

Drag this View and drop it onto the Organizational Views node (2).

The View will be created as a child node (3) and will then appear in the list of Other Views for all end users.

Edit the Display Name of the New End User Organization View

Double-click the node to enable editing of the name of the new View as it will be displayed in the list of Other Views for all end users (1).

The View will appear as a Base View within the node structure (2), indicating that it will be made available to all end users.

If necessary the default View can be removed at any time by dragging and dropping onto the "RUBBISH" bin (3).

Once the View has been configured remember to save the form (4), otherwise the updates will be lost when navigating away from the configurator.

*Note: it is possible to restrict the availability and use of an alternative Organizational View to only those end users playing a specified Role (see Role Specific End User Views for full details).

See the Alternative End User Organization View in Operation

The alternative Organization View (3) for an end user is now presented for selection in the side panel (2) from within the Organization Views tab (1).

The display name for the alternative View is also shown on the page (4).

*Note: it is also possible to introduce end user Views that show Tickets that have been requested by any requester belonging to an Organization Hierarchy (see End User Views for an Organization Hierarchy).

Alternative End User Organization Views

Sub Banner

Alternative End User Organization Views

The previous lessons of this manual describes how to use the End User Views module provided as part of the Cloudset Framework to create a default end user Organization View (2) showing all Tickets belonging to the Organization associated with the logged in user.

This default View is invoked when the tab (1) is selected.

However, the End User Views module also makes it possible to introduce any number of additional Organization based Views for an end user (3), with alternative conditional criteria and field columns.

Create a View for use as an Alternative View for an Organization

The first step is to create a new View using the standard Zendesk functionality to be used as the replacement default View for all end users.

This View can make use of any of the available conditions in the drop downs (1) and (2), although in order to serve as end user Organization View it must NOT include the condition in which the Requester is the {current user}.

However, the View must include the condition in which the Organization is a value (3), otherwise the results of the View will not be restricted to only those belonging to the Organization associated with the end user.

*Note: the value of the Organization can be any of those available in the drop down list, since this will be replaced with the Organization associated with the logged in end user when the View is evaluated.

Deploy the End User WaaS Service

End User Views is part of a WaaS solution and so includes a Widget Service component (3) that provides a set of back end services to extend the Zendesk core functionality.

This Widget Service must be deployed from within the CloudSET WaaS Library (see the section of this manual describing the deployment and configuration of WaaS Components).

Invoke the End User Views Configurator

*Note: if you haven't already done so, before attempting to configure this Widget please familiarize yourself with the section of this manual describing the deployment and configuration of Widgets.

Once deployed the End User Views Widget (3) can be configured (4) and utilized from within the CloudSET Widget Library.

*Note: the presence of the red warning triangle (5) indicates that the dependent Widget Services have yet to be deployed (see previous step).

Select the Alternative End User Organization View

The new View to be used as the alternative end user Organization View will be present within the list of all available views (1).

*Note: the selected View must NOT include the condition in which the Requester is the {current user}, but must include the condition in which the Organization is a value (see Create a View for use as the Default View for an Organization above).

Drag this View and drop it onto the Organizational Views node (2).

The View will be created as a child node (3) and will then appear in the list of Other Views for all end users.

Edit the Display Name of the New End User Organization View

Double-click the node to enable editing of the name of the new View as it will be displayed in the list of Other Views for all end users (1).

The View will appear as a Base View within the node structure (2), indicating that it will be made available to all end users.

If necessary the default View can be removed at any time by dragging and dropping onto the "RUBBISH" bin (3).

Once the View has been configured remember to save the form (4), otherwise the updates will be lost when navigating away from the configurator.

*Note: it is possible to restrict the availability and use of an alternative Organizational View to only those end users playing a specified Role (see Role Specific End User Views for full details).

See the Alternative End User Organization View in Operation

The alternative Organization View (3) for an end user is now presented for selection in the side panel (2) from within the Organization Views tab (1).

The display name for the alternative View is also shown on the page (4).

*Note: it is also possible to introduce end user Views that show Tickets that have been requested by any requester belonging to an Organization Hierarchy (see End User Views for an Organization Hierarchy).